Course
Number:
PA-619
Course Length: 1/2 Day (3 Hours)
Law enforcement officers,
treatment specialists, and many other professionals’ normal
assignments demand constant interpersonal contact with a wide
variety of citizens and a great deal of communications between
themselves and the public. These contacts are both positive and
negative in nature. Most hostile action begins with verbal, not
physical confrontation. What is said and done during this critical
time period often determines whether the situation will evolve
into physical violence, civil liability, or positive resolution.
By learning to read and properly display basic body language,
understand the dynamics of human conflict, and employ various
psychological techniques of human behavior management, conflicts
can often be diffused and deescalated.
This workshop discusses
a variety of verbal skills, non-verbal behaviors and effective
intervention alternatives required in today’s society to
prevent and/or defuse various conflict situations inherent to
the public official, treatment specialist and law enforcement
functions, especially during interviews. Discussion centers on
alternatives that are both safety oriented and reasonable abilities
of the individual professional, while fulfilling the departmental
mission within legal and ethical boundries. A variety of techniques
are presented which are designed to acquire valuable information
from individuals, as well as lessen the threats posed by angry,
upset, uncooperative and/or hostile citizens.
Specific topics include
elements of effective oral communications, verbal and non-verbal
communications skills, management of verbal abuse, conflict management,
handling anger in self and others, and prevention of citizen complaints
through professional service. Techniques discussed have been found
to be effective in promoting personal safety, reducing citizen
complaints and keeping the professional out of civil court.
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